Complaints Policy

What counts as a complaint

A complaint is an expression of dissatisfaction about Affordit’s service, content, calculation, accessibility, privacy, safety, billing, commercial presentation or the way a previous concern was handled.

A user does not need to use legal language or identify the correct internal team. Affordit should recognise the concern and route it appropriately.

Making a complaint

A complaint can be made through the monitored Affordit support route. Include the relevant page or journey and a concise description. Do not include passwords, card details, bank details or identity documents.

Useful information may include when the issue happened, what the user expected, what occurred and the outcome they are seeking. Only information necessary to investigate should be requested.

How complaints are handled

Affordit aims to acknowledge complaints promptly, investigate fairly and provide a substantive response within a published target once that service standard has been approved.

The complaint should be classified, assigned to an owner and reviewed using relevant records. The response should explain the outcome, any action taken and any available escalation route.

Specialist escalation

Privacy, safeguarding, security, accessibility, billing and financial-content concerns are routed to their relevant owner. Privacy complaints may also be raised with the Information Commissioner’s Office where applicable.

A complaint indicating immediate danger, a safeguarding concern or an active security incident may follow an urgent specialist route rather than the ordinary timetable.

Fairness and accessibility

Users will not be disadvantaged for making a complaint in good faith. Affordit should support reasonable communication adjustments or alternative formats where needed.

Complaints involving younger or vulnerable users should be handled in age-appropriate, plain language and with proportionate data collection.

Records and improvement

Complaint records should include the category, owner, key actions, outcome and corrective work without retaining unnecessary personal information. Serious or recurring themes are reviewed by leadership and feed into product and policy improvement.

External rights

Nothing in this draft removes statutory consumer or data-protection rights. The approved policy will identify any relevant external escalation routes and response targets after legal and operational review.